Make a Complaint about the NHS

Most medical care and treatment goes well, but things occasionally can go wrong and you may want to register a complaint. Every NHS organisation has a complaints procedure depending on the service and place of your treatment.

This help guide is designed to give you a list of local health services in East Herts along with their contact details and their complaints procedure.

Hertfordshire Primary Care Trust

Hertfordshire Primary Care Trust is responsible for the commissioning of NHS services across Hertfordshire. You can complain about any NHS treatment you have received straight to the Hertfordshire PCT whose contact details are listed below.

Hertfordshire PCT
Charter House
Parkway
Welwyn Garden City
Hertfordshire
AL8 6JL

Tel: 01707 390855
Fax: 01707 390864
Email: enquiries@hertfordshire.nhs.uk

GP

All GP surgeries should have a written complaints procedure, and you will find this at reception or on the practice website. As a first step you should speak to the practice manager.

If this doesn't resolve the problem, or you'd rather not raise the issue directly with the practice, you can complain to the Hertfordshire Primary Care Trust.

Hertfordshire PCT
Charter House
Parkway
Welwyn Garden City
Hertfordshire
AL8 6JL

Tel: 01707 390855
Fax: 01707 390864
Email: enquiries@hertfordshire.nhs.uk

East and North Herts Trust

East and North Hertfordshire NHS Trust are responsible for providing a wide range of emergency and inpatient services in Hertfordshire. This includes services at the QEII and Lister Hospitals.

To make a complaint about the Lister Hospital or a service at the QEII you should write to the Chief Executive of the East and North Herts NHS trust. Details are provided below.

Nick Carver
Chief Executive
East and North Hertfordshire NHS Trust
Lister Hospital
Coreys Mill Lane
Stevenage
Hertfordshire
SG1 4AB

Princess Alexandra Hospital

For complaints against the Princess Alexandra you should contact the Patient Advice and Liaison Service (PALS) at the following address:

PALS Team
The Princess Alexandra Hospital
Hamstel Road
Harlow
CM20 1QX
pals@pah.nhs.uk
Tel: 01279 827211 or page through switchboard (01279 444455)

If you feel you need to take your complaint further you can do so by writing to the Customer Services and Complaints Department and Chief Executives Office:

Customer Services and Complaints Department & Chief Executives Office
The Princess Alexandra Hospital NHS Trust
Hamstel Road
Harlow
CM20 1QX
complaints@pah.nhs.uk
Tel: 01279 827084

Dentist

If you wish to make a complaint about the care or service provided by your dentist or dental surgery, contact the person responsible for the practice complaints procedure.

If you are not satisfied with the outcome you can write to Hertfordshire Primary Care Trust at the following address:

Hertfordshire PCT
Charter House
Parkway
Welwyn Garden City
Hertfordshire
AL8 6JL

Tel: 01707 390855
Fax: 01707 390864
Email: enquiries@hertfordshire.nhs.uk

If you wish to make a complaint about private dental services, contact the Dental Complaints Service at the following contact address:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA

Phone: 08456 120540
Email: info@dentalcomplaints.org.uk
Website: www.dentalcomplaints.org.uk  

This service is funded by the General Dental Council, which sets out standards of conduct for and regulates all dental professionals in the UK.

You can call the Dental Complaints Service on 08456 120 540 (Monday to Friday 9am-5pm), or fill out the complaint form on their website here

http://contactus.gdc-uk.org/Enquiry/DcsComplaint/PrivatePatients

Mental Health

If you would like to make a complaint relating to mental health treatment you should first take up the matter with the GP practice or hospital you are in contact with to resolve the matter.

If you are not satisfied with the outcome you can write to Hertfordshire Primary Care Trust at the following address:

Hertfordshire PCT
Charter House
Parkway
Welwyn Garden City
Hertfordshire
AL8 6JL

Tel: 01707 390855
Fax: 01707 390864
Email: enquiries@hertfordshire.nhs.uk

How to take your case further

If you have followed these channels but are still unhappy with the level of service you have received you can take you case to the Parliamentary and Health Service Ombadsman at

Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP
Complaints Helpline Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

Full details and the circumstances in which you may be able to take your case further can be found here. http://www.ombudsman.org.uk/

* This help guide is by no means definitive, nor should it be relied upon as legal advice *